Professional Documents
Culture Documents
Hospital in Bangladesh
Sir
We are very pleased to submit the assignment you have assigned us. This is final
part of our research project include the methodology of our research, results of our
findings, recommendations. After finishing the assignment, we think we have
gathered practical knowledge how to conduct research.
Thank you very much for giving us such kind of opportunity to enrich our
knowledge.
Thanking you
Names:
Md.Nasimul Islam,
Ahasan Al Habib,
Ahmed asif,
Md. Mhamud Hasan,
Md. Tariqual Islam and
Md. Nasimul Alam
Dear student
Letter of authorization
Submit the report on or before April 13, 2006 and present it before the class.
Thank you
Sincerely
Shariar Akter
Senior Lecturer
Department of Business Administration
East West University
List of Graphs
Name of the graph Page numbers
Graph of percentage of promises completed 49
Analysis of Service Quality Of Private Hospitals In 4
Bangladesh
Graph of Rate of showing Interest 50
Graph of For doing right service 51
Graph of For keeping promises 52
Graph of inform customer about service available 53
Graph of prompt service 54
Graph of willingness to provide services 55
Graph of respond to patients request 56
Graph of behavior of employees 57
Graph of feeling safe 58
Graph of employee’s courteous 59
Graph of employee know the answer 60
Graph of hospital’s attention to patients 61
Graph of individual employees attention towards 62
patients
Graph of best interest at heart towards employees 63
Graph of understanding specific needs 64
Graph of hospital’s modern looking 65
Graph of visually appealing of physical facilities 66
Graph of cleanliness of employees 67
Graph of visual affect of service materials 68
Graph of maintaining visiting hours 69
Table of content
Name of the topic Page numbers
Executive summary 7
Problem definition 8
Approach to the problem 8
Research design 9-26
Data analysis 26-27
Results 28-37
Limitations and caveats 38
Conclusion 39
Recommendations 40-41
Executive summary
To prepare this quantitative research paper we have collected data from different primary
and secondary sources. And we have followed a sequential manner to prepare our
research paper. We have started our research paper with background analysis to find the
current situation of this sector. Then we identified the problem statement for this project
than the objectives of research both broad and specific then we developed the research
questions and based on that we developed some hypothesis for our research project. .later
that part we discuss the scope of research that means in which part of the country
research will be undertaken. And then we identify the sample size of our research project
and the technique that will be followed to collect the sample from sample elements. After
that we analyze the data that is collected from our respondents though out the different
part of DMC. For data analysis we used parametric method and based on the result of our
analysis we test our hypothesis and we made statistic decision and marketing
Analysis of Service Quality Of Private Hospitals In 6
Bangladesh
decision. .And finally we present the limitations that we have faced to conduct this
quantitative research project recommendation to improved this sector in Bangladesh. In
back ground analysis we mainly present the present status of private hospital in
Bangladesh, total number of private hospital though out the country and the concept of
private hospitals, and prospect of private hospitals. By improving the five dimensions of
service and than reliability of the hospitals should be improved by keeping the promises
with in certain time, by informing the patients when and where service will be given. And
improving the behavior of employees, and their knowledge to answer the patients query
will improved the assurance of the private hospitals and finally maintaining proper
visiting hours, visually appealing of service materials will increase the tangibles
dimension of private hospitals
Problem Definition
About 80% people get their health service from private sector. Only 20% people get
health service from Govt. hospital. Although the government has the capacity to provide
60% service, they cannot do it just for the corruption and for inactive function of those
administrations. So there is need foe private hospitals to provide the better service to our
nation.
Problem statement:
Research design
Information needs:
Service is deeds, processes and performance. The service may include a final, tangible
report, web site and hosting and other service.
More elaborately service can be defined as, “ Service includes all economic activities
whose output is not a physical product or construction, is generally consumed at the time
it is produced, and provides added value in forms (such as convenience, amusement,
timeliness, comfort, or health) that are essentially intangible concerns of its first
purchaser.
(Service Marketing by VALARIE A. ZEITHAML AND MARY JO BITNER)
A medical institution where sick or injured people are given medical or surgical care
(WWW.HYPERDECTIONARY.COM)
Hospital, institution for the care of the sick, maintained by private endowment or public
funds or both. General hospitals minister to all types of illness, while special hospitals are
concerned with only one disease or group of diseases. Many hospitals are maintained
solely for the treatment of military personnel. Once a penthouse for the care of the
indigent and the friendless, with a quality of treatment and nursing from which few
emerged alive, the hospital has flourished with the progress of medicine and surgery.
Towards the end of the 19th century. Hospital care was revolutionized by the discovery
of anesthesia, improvement in sanitation, establishment of hospital nursing schools, and
other advances. Hospitals in large cities have become huge medical centers equipped not
only to treat the ill but also to further the education of the medical staff, train a nursing
staff, perform vital research into the cause and cure of disease, and help the patient with
convalescent and social problems. (Hospital - Facts from the Encyclopedia)
During the 1990s a class of healthcare clinics offering some hospital services began to
emerge. These in-patient clinics are described by various names: medical centre, nursing
home, hospital etc. These have some properties of a standard hospital, but these are of
relatively small size, usually with 10-50 beds and usually do not have the full range of
Analysis of Service Quality Of Private Hospitals In 12
Bangladesh
services offered in a standard hospital. Some of these clinics are of general type offering
a spectrum of services relating to treatment and general surgery. But a few are specialized
such as for eye treatment or for cardiovascular ailments. Such in-patient clinics are
mostly located in major cities of the country such as at the six divisional headquarters, 64
district headquarters and 461 Upazila headquarters.
The vast majority of such private clinics and certainly the best ones are located in the
capital city Dhaka; the number being disproportionately smaller compared to the
population size. Two factors may relate to this situation - firstly, the services may be
targeted at the upper middle class and secondly, the country being small in size,
prospective clients for such hospitals can easily come to the capital in a matter of hours
using private or rented motor vehicles. In Dhaka city the number of in-patient clinics at
present will be about a couple of hundred, big and small.
Standard private hospitals are few mostly attached with private medical colleges of which
there are over a dozen operating in the country. There are some fairly old private
hospitals established during the British period. The Kumudini Hospital in Mirzapur near
Dhaka is the country's most well known private hospital and one of the oldest. In recent
years, wealthy people are seen to be in the venture of establishing private hospitals in
memory of some loved ones but their number is very small; only a couple are perhaps
worth mentioning. In addition community-based hospitals are now being established that
are not strictly private, but are operated at non-governmental levels. Some very costly
and modern private hospitals are in the process of being established in the private sector
largely to stop the outflow of patients from the country to India or Singapore where they
hope to receive better treatment.
By far the most prolific development in healthcare took place in the diagnostic sector. Up
until early 1980s, diagnostic services available mostly were of routine type involving
blood, urine and stool examination, some microbiological cultures, routine biochemical
tests, X-rays etc. With the transition to free market economy, demand for a wide
spectrum of diagnostic services increased considerably. Many clinics were established in
the private sector with advanced diagnostic capabilities including imaging, ultra-
Analysis of Service Quality Of Private Hospitals In 13
Bangladesh
sonography, and tests for hormones, immunological tests and many others. Many of these
newer and sophisticated tests became services of great public demand. But when demand
is high system abuses sometimes surface. Physicians ask for tests that are not highly
relevant for treatment but they do so possibly for client satisfaction and satisfaction of the
business motives of the providers of these services so that the latter may reciprocate
physician's referral through various incentives. (www.Banglapedia.com)
Bangladesh, with a population of 140 millions, cramped within an area of about 144000
square km, is one of the densest populated areas of the world. It has a scanty
infrastructure and is frequented by natural calamities like floods and cyclones too often.
Bangladesh has only one Doctor per 5000 persons and one hospital bed for 3200 persons.
The per capita annual income is equivalent of US$ 240 and the population density is
about 820 per sq. km. The Government can hardly manage per capita annual expenditure
of about US$ 2.5 on health and family planning. Primary health care is identified as the
key to attain Health for all by the year 2000. Health Services Delivery System follows the
overall strategies and directives for providing optimum Medicare to its population in the
form of curative, preventive and rehabilitative care. The health sector development is
emphasized through adopting various programs in the national development plan with the
purpose of building a network of primary health care services. The goal is to improve
health status of the common masses through reducing morbidity, mortality and poverty
related diseases.
A recent study reports that 39 percent of the district hospitals function as comprehensive,
emergency obstetric care (EOC) facilities. 64 percent of the Maternal and Child Welfare
Centers and 56 per cent of Thana Rural Health Centers render the minimum basic EOC
services. The crisis of maternity related deaths is concentrated in the countryside.
Roughly 7 out 10 of the below five age group are underweight, compared with 4 out of
10 in Sri Lanka. Over 90% of all children suffer some degree of under-nutrition. More
than one quarter of them are measurably undersized. 70% of mothers suffer from
nutritional anemia. Some 30000 children go blind due to Vitamin A deficiency and about
2 million suffer from iodine deficiency. Medical facilities in Bangladesh are very
inadequate to provide minimum basic treatment to its population. The total capacity of
the beds in Government hospitals and Health complexes is 34,000. Private hospitals and
clinics can accommodate 7500 patients. Dhaka is the capital of Bangladesh with a
population of nine million.
Although the capital city of Dhaka possesses a good number of relatively well-equipped
tertiary care institutions and sophisticated hospitals, the general low income population of
the city still does not have adequate provisions for general treatment. The Medical
College Hospitals and tertiary care institutions are over-burdened with patients and
hardly an acceptable standard of treatment can be provided due to rush of patients from
different parts of the country to these hospitals. There is lack of collaboration between
different authorities and agencies responsible for health care delivery and hence there is
inefficiency of management.
Analysis of Service Quality Of Private Hospitals In 15
Bangladesh
There are hardly any qualified Doctors available in rural areas of Bangladesh where 80%
of the population live. Doctors posted in rural areas do not normally want to stay there, as
basic amenities like educational and recreational facilities are not available. The rural
health complexes constructed with relatively high cost can hardly attract Doctors from
cities, resulting in meager health service in rural areas and rush of rural patient in the over
crowded hospitals in cities.
For treatment in Bangladesh, the rural poor flock in city hospitals and well to do city
dwellers flies to neighboring countries. Although a number of private Medical Hospitals
and Clinics are being set up in the country, the number of patient going for treatment in
neighboring countries like India, Thailand and Singapore are increasing at an alarming
rate. The lesser availability of specialist Doctors in Bangladesh is compelling the patients
to make arduous and costly travel to foreign countries for treatment.
With the growth of private health care facilities, especially in Dhaka city, it is important
to assess the quality of services delivered by these establishments. In particular, it is
important to determine how the quality of services provided by private clinics and
hospitals. If quality issues are being compromised by these establishments, it calls for the
reevaluation of policy measures to re define their role, growth and coverage, and to seek
appropriate interventions to ensure that these institutions are more quality focused and
better able to meet the need of the patients. A search of the literature suggests that such a
comparative study has not been undertaken. While anecdotal evidence suggests the
existence of serious service related problems in both sectors. (Andaleeb SS. School of
Business, Pennsylvania State University, Erie, USA.)
Service quality of private hospital is hampered because of not having the proper
equipment to provide the service. Adequate secondary or tertiary care is beyond the reach
of all but a very few people. Government hospitals are often little more than clinics, and
suffer from severe shortages of trained staff. There is a growing private hospital sector,
largely based in Dhaka, which caters for the well-off.
It is in the private sector where the most advanced services are located, and where almost
all the demand for advanced equipment will be found. Given the country's lack of
spending power, the medical equipment market, at around US$44 million, remains tiny in
comparison with the size of the population. Steadily improving economic performance,
combined with a general determination to boost the quality of healthcare, should lead to
steady, if unspectacular, market growth. There is very little local production of medical
equipment, so the market is heavily reliant on imports, often supplied in conjunction with
Analysis of Service Quality Of Private Hospitals In 17
Bangladesh
aid projects. The appointment of a local agent will be necessary to achieve any lasting
presence in the Bangladeshi market. There are a number of these, usually based in Dhaka.
It has also been suggested that suppliers could use Calcutta, just across the border in
India, as a base, although this appears not to be a popular option at present. Foreign direct
investment is encouraged by the government, although it is difficult in practice; climate,
poor communications, power supplies and transport links make the establishment of local
operations nearly impossible.
Beside that the rest part of the country serves the patient with their backdated equipment.
Government spending will concentrate on more basic items, with larger tenders almost
always funded through international aid projects, which may well be tied to the donor
country. Tenders for equipment will usually be handled by the government, while those
for basic medical supplies will often be co-ordinate by aid agencies themselves.
(MDMR.net Country Reports Bangladesh Medical Market Intelligence Report)
Case Date & source of Name & address Name of the Reasons Suspected Steps taken
no. Incident of victim private person and
hospital institution
01. 13 July, 2003 Shahin Akter Pahartali Get operated Dr.Mustura Case filed
The Daily Ittefuque Sumi pivate clinic in left eye Khatun
01September 2003 Age 8yrs instead of
right eye
02. 13 August,2003 Rasheda Begum Nazam clinic Died because Dr. Intekhab ------
The Daily Bornali, of wrong Alam
Janakantha Rajshahi operation
6 September 2003
03. 12 September, 2003. New born baby Azimpur Doctor’s ------ -------
The Daily Samdad of Nasima Maternity careless
14 December 2003 khatun Clinic
04. The Daily Jugantor Tanzina Comfort Stitch and Dr.Md.saiful Case filed
11September 2003 Hasanat Nursing dressing the Islam
home pvt. patient &
Ltd keeping goz Dr. Rahila
and scissor Khatun
inside the
patient
05. The Dailt Jugantor Bilkis Begum New Life New born ------ ------
15 March 2004 Age:33yrs Clinic baby died
Panchaguar because of
wrong and
carelessness
of doctor
06. The Daily Rickshaw puller Abedin Died for Dr. Mofizur Case filed
Jugantor,23 June Mizan Hospital wrong Rahman
Analysis of Service Quality Of Private Hospitals In 19
Bangladesh
2004 private Ltd. operation at
lower abbes
07. 17 September Mustari Begum. Lab Aid Died Because Dr. Mariar Case filed
2004,The Daily wife of former Cardiac of wrong Hossain against 09
Janakantha IG of Police Hospital treatment Dr.Abdulla Al person
Masum, including the
Dr.pradip owner of the
Kumar hospital and
,Dr.A.P.M doctor and
shobabuzzaman claimed
Tk.11 cror
08. 12 October 2004 Nasima Begum New Died because Fake Doctor Case filed
The Daily Age:25yrs Maternity of heavy Dipali
Ittefaque,14 Clinic,Chan bleeding at
October 2004 khar pool the time of
delivery
Table 2: carelessness of doctors in different private hospitals
For our research to collect the data from primary source we have chosen three leading
private hospitals. They are Shomorita Hospital, Ibnesina Hospital and Salauddin Ash-
Shifa General Hospital. To find out the result first we did the Discussion with the
Decision Maker. In our research the Decision makers are the administration of those
hospitals. We went to the administration and talk with some administration staffs. We
talk about the service provided by those hospitals and their limitation on their services.
We followed the 7c’s while discussion the decision makers.
We also did Interview with the Experts. In our research, the experts are the people who
have done research in this arena of our study. We choose one faculty of East West
University who also had done a research on the health sector of our country. We also talk
with a researcher of public health. We take depth interview of them but it was an
unstructured personal interview. They were very cooperation with us by giving their
thought and ideas.
We also did FGD (Focus group Decision). We took 12 students together and we talked
with them about their experiences and the problem they have faced while getting the
service from a private hospitals. FGD was held 6 March 2006 .We make a friendly and
relaxed environment while taking the interview with our respondents. In both cases we
recorded the interview either it is Depth interview or FGD (Focus group Interview).
For our depth interview we have taken samples from different locations with different age &
occupations
Characteristics of participants
Sl.no. Age(years) Sex Location Occupation
1 31 M Shomorita Hospital Businessman
2 28 M Shomorita Hospital Student
3 23 M Shomorita Hospital Student
4 38 F Shomorita Hospital Doctor
5 35 F EWU Faculty member
6 37 M Public Health Institute Researcher
7 28 F Health Institute Worker
8 22 M EWU Student
9 25 M EWU Student
10 25 F EWU Student
11 24 M EWU Student
12 25 M EWU Student
Scaling technique
Sampling technique
Sampling technique
For our research our target population is all the private hospitals in Bangladesh. Now
we divide our target population with the help of sample frame in to four sample units
those are North, South, East and West. Those are the four zones of our country. From a
particular sample unit every possible respondent is our sample element. As we are going
to conduct quantitative research for our sampling technique we will use probability
technique. From probability technique we will mainly use cluster sampling technique.
In our case sample elements are externally homogeneous and internally heterogeneous so
we have to use cluster random sampling.
So our sample size for this project is 100.we will collect this sample from the sample
elements cluster sampling technique.
Field work
For any types of research field work is must. For our research we divide the job of field
work among our group members. As our research project is proposed to be conducted in
Dhaka city. So our main focus area will be the private hospital of DMC.
Area that covered by our group members to collect the data by filling up 100
questionnaires for our research project is present below in a tabular form.
Data Analysis
Methodology
Most of our scale is likert which is interval scale also. For our research project we used
parametric data analysis method. To test our hypothesis we have used one sample T-test.
Beside that to find the relationship between some variable we used independent sample
test beside that we use the mean of five dimension of Servqual model to find out the gap
score between perceptions and expectation of customer. And based on the result
statistical decision and marketing decision are developed.
After we have collected the date we have to analyze the data to test hypothesis. For
analyze data we follow a sequential manner. As we used likert scale which is interval
scale we have to used parametric method of data analysis for our research
Plan for our data analysis;
To test each hypothesis we used one sample T test. To find out the gap score of service
dimension we used descriptive statistic in every dimension than compare the mean result
with the expected service of customers. To find the relationship among the dimensions
we used correlation analysis. To develop the graph we used frequency distribution
which is mainly used in case of non parametric method. We also did the statistical
analysis to find out the mean, median, mode and standard deviation for each service
dimension. In case of hypothesis test we consider the following two assumptions;
Results
Reliability dimension:
Q1:
H0: hospitals promise to do something by certain time and don’t do.
H1: hospitals promises to do something by certain time and do.
∞=0.05
Statistical decision: since the probability (. 926) >.05 null (H0) hypothesis in accepted.
Marketing decision: Private Hospitals not able to maintain their promises with in certain
time period.
Q2:
H0: hospitals do not show sincere interest to solve the problems
H1: hospitals show sincere interest to solve the problems.
∞=0.05
Q3:
H0: hospitals do not perform the service at the right at the first time.
H1: hospitals perform the service at the right at the first time.
∞=0.05
Statistical decision: since the probability (0.258) >.05 null (H0) hypothesis in accepted
Marketing decision: Private Hospitals not able to perform the service at the first
encounter.
Q4:
Statistical decision: Since the probability (0.150) >.05 null (H0) hypothesis in accepted
Marketing decision: Private Hospitals do not show sincere interest to solve the
customer’s problems.
Q5:
H0: hospitals do not informed customer when service will be performed.
H1: hospital informed customer when service will be performed.
∞=0.05
Statistical decision: Since the probability (0.688) >.05 null (H0) hypothesis in accepted
Responsiveness dimension:
Q1:
H0: hospitals do not give prompt service.
H1: hospitals give prompt service
∞=0.05
Statistical decision: Since the probability (0.760) >.05 null (H0) hypothesis in accepted
Marketing decision: Private Hospitals do not provide prompt service to their customers.
Q2:
Statistical decision: Since the probability (0.085) >.05 null (H0) hypothesis in accepted
Marketing decision: Private Hospitals do not help patients willingly.
Q3:
Assurance dimension:
Q1:
H0: Behaviors of the hospital’s employees are not good
H1: Behaviors of the hospital’s employees are good
∞=0.05
Statistical decision: Since the probability (0.013) <.05 alternate (H1) hypothesis in
accepted
Marketing decision: Behavior of the employees in private hospitals is good.
Q2:
H0: patients don’t feel safe in hospital.
H1: patients feel safe in hospital.
∞=0.05
Statistical decision: Since the probability (0.001) <0.05 alternate (H1) hypothesis in
accepted
Marketing decision: Patients feel safe in private hospitals.
Q3:
H0: Employees in the hospital don’t consistently courteous to patients
H1: Employees in the hospital consistently courteous to patients.
∞=0.05
Statistical decision: Since the probability (0.241) >.05 null (H0) hypothesis in accepted
Q4:
Ho: Employees of the hospital don’t have the knowledge to answer patient’s questions.
H1: Employees of the hospital have the knowledge to answer your patient’s questions.
∞=0.05
Statistical decision: Since the probability (0.391) >.05 null (H0) hypothesis in accepted
Marketing decision: Employees of the hospital don’t have enough knowledge to answer
patient’s questions.
Empathy dimension
Q1:
Ho: Hospital doesn’t give you individual attention.
H1: Hospital gives you individual attention.
∞=0.05
Statistical decision: Since the probability (0.039) <0.05 alternate (H1) hypothesis in
accepted
Marketing decision: Hospitals give individual attention to the patients.
Q2:
Ho: Hospital doesn’t have employees who give patient individual attention.
H1: Hospital has employees who give individual attention to patient
∞=0.05
Q3
Ho: Hospital doesn’t have best interest at patient’s heart.
H1: Hospital has best interest at patient’s heart.
∞=0.05
Statistical decision: Since the probability (0.000) <.05 alternate (H1) hypothesis in
accepted
Marketing decision: Private Hospital has best interest towards patients.
Q4
Ho: Employees don’t understand patient’s specific needs
H1: Employees understand patient’s specific needs
∞=0.05
Statistical decision: Since the probability (0.020) <.05 alternate (H1) hypothesis in
accepted
Marketing decision: Employees of private hospitals understand patient’s specific needs
Tangible dimension
Q1
Ho: Hospitals don’t have modern looking equipment
H1: Hospitals have modern looking equipment
∞=0.05
Q2
Ho: Hospital’s physical facilities are not visually appealing.
H1: Hospital’s physical facilities are visually appealing.
∞=0.05
Statistical decision: Since the probability (0.014) <.05 alternate (H1) hypothesis in
accepted
Marketing decision: Hospital’s physical facilities are visually appealing to the patients.
Q3
Ho: Hospital’s employees appear are not neat.
H1: Hospital’s employees appear neat.
∞=0.05
Statistical decision: Since the probability (0.006) <.05 alternate (H1) hypothesis in
accepted
Marketing decision: Private Hospital’s employees are neat and clean.
Q4:
Ho: Materials associated with the service are not visually appealing at hospital.
H1: Materials associated with the service are visually appealing at hospital.
∞=0.05
Q5
Ho: Hospitals do not maintain the visiting hours properly.
H1: Hospital maintain the visiting hours properly.
∞=0.05
Statistical decision: Since the probability (0.115) >0.05 null (H0) hypothesis in accepted
Marketing decision: Private hospitals not maintain their visiting hours properly.
By seeing overall result of each dimension we can say that Gap of empathy dimension is
larger than compare to other dimensions. Than come the gap of responsiveness
Analysis of Service Quality Of Private Hospitals In 34
Bangladesh
dimension, reliability dimension, assurance and finally tangible dimension of a private
hospital.
Result:
∞=0.05
Results:
Statistical decision: Since 0.181 > 0.05 null hypotheses in accepted.
Marketing decision: There is no relationship between reliability dimensions and assurance
dimension. They are completely different.
∞=0.05
∞=0.05
Results:
Correlations
We have faced some limitation while preparing our first assignment. As our assignment
is private hospital service in Bangladesh for our assignment it became very difficult for
us to gather the data from the Directorate of Health .They are not very cooperate. The
latest data of 2005 are not available, as those are not final. Much of information is
collected on the basis of secondary data.
• We are not having enough time to conduct this research in wide area because of
our 3 month semester.
• Funds for conducting this research are also limited for us because of newcomer in
the market.
• Management is not so helpful they are not providing actual information regarding
our assignment.
• Besides there is some confusion regarding the accuracy of secondary they have
provide us.
Conclusion
Private hospital culture is not that much rich in our country. At the end of seventies and
early eighties this private medical service has drawn attention of public. But in the early
stage establishing of a private hospital was not as easy as now a day. But for the
participation of business people, government and people of allover from the society have
enriched this culture. In this short journey of this sector has been facing a lot of problems.
About 80% people get their health service from private sector. Only 20% people get
health service from Govt. hospital. Although the government has the capacity to provide
60% service, they cannot do it just for the corruption and in active function of that
administration. So People are in trouble because of the mismanagement and lack of
availability of better health service. For this reason people are going abroad mainly in
India to get better service. As a result, our country losing huge amount of foreign
currency. Every day at least 2000 people are going to India. 60% of them are going to get
better health service so in every year about 4.5 lac people are going to India for health
service and they spend about Tk.1250 cror. But Govt. allocating hundred cror taka for
health sector in each year. Although Government is spending huge amount of money
because of the mismanagement and corruption people are not able to get better health
service. For this reason different people and organizations are encouraged to invest in this
health sector. So the future of private hospitals in our country is bright. But they have to
provide better service with minimum possible price so that both parties become happy.
Recommendations
To eliminate those gap private hospitals (see appendix for calculation of gap score) first
emphasize on the empathy which means hospital as well as individual employees should
give attention to the patients by understanding their specific needs than responsiveness of
doctors as well as nurses should be improved by willing to help the patients and also by
providing prompt service to the patients. Than reliability of the hospitals should be
improved by keeping the promises with in certain time, by informing the patients when
Analysis of Service Quality Of Private Hospitals In 39
Bangladesh
and where service will be given. And improving the behavior of employees, and their
knowledge to answer the patients query will improved the assurance of the private
hospitals and finally maintaining proper visiting hours, visually appealing of service
materials will increase the tangibles dimension of private hospitals. Beside that
following factor will increase the service quality of private hospitals:
• There should be flexible and proper health policy so that it can support our large
number of people.
• Hospital waste should be managed in proper way so that in can’t effect our
environment.
• Modern equipment should be available to provide better service.
• Referral Lab Facilities should be introduced though out the country.
• Research facilities should develop in all the private Hospitals.
• Full time doctors should be recruited to provide better service in private hospitals.
• Cost should be matched with income level of our people as well as service of the
hospitals.
• More private hospital should be established in rural areas to provide the health
service at root level.
• Foreign investment in health sector should be encouraged more.
• Proper training program on health care should be arranged so that hospital’s staff,
nurses can provide quality service to patient.
• Hospitals should not be established in commercial places.
• Finally, corruption should be removed from this health sector to serve better.
Analysis of Service Quality Of Private Hospitals In 40
Bangladesh
• Health Insurance facility should be practiced in our country
• Doctors and stuffs should get training at a regular interval
• Govt. should withdraw the tax of importing the hospital equipments
• Hospitals should have proper building design.
• The mentality of private hospital management, doctors and stuffs should be more
service oriented rather than profit oriented.
• They should try to keep the cost as low as possible to reach all class of people.
• Government should update the Private Hospitals Act
Dear Sir/Madam,
We are from East West University. We are going to conduct a research project on
“service quality of private hospitals”. It is noted that all the information will be
kept confidential and will be used only for our academic purposes. We highly
appreciate you opinions. It will require only 4 or 5 minutes Thank you. Have a
nice day.
NO=2
Yes No
Coding
only for
3. Do you face any kind of problem at that hospital? researcher
Yes No YES=1
NO=2
4. Do you think private hospital should charge high for their service? Coding
only for
Yes No researcher
YES=1
NO=2
Yes No
Coding
only for
researcher
YES=1
NO=2
Please give your answer with in 1-5 scale boxes by marking the number (√) which one is
appropriate for you. If any question is not applicable for you please mark on zero (0). In
scale 5= Strongly Agree, 4=Agree, 3=Neutral, 2= Disagree, 1= Strongly Disagree and 0=
Not applicable.
About the Empathy of the Strongly Agree Neutral Disagree Strongly Not
hospital. Agree Disagree applicable
5 4 3 2 1 0
1. Hospital gives you
individual attention.
2. Hospital has employees
who give you individual
attention.
3. Hospital has your best
interest at heart.
4.Employees understand your
specific needs
Age: Gender: M / F
References:
Text:
Service Marketing by VALARIE A. ZEITHAML AND MARY JO BITNER
Statistic; Directorate of health)
Websites:
www.Banglapedia.com
www.en.wikipedia.org/wiki/Hospitals
WWW.HYPERDECTIONARY.COM)
www.w3.whosea.org/EN/Section313/Section1515_6925.htm
www.ncbi.com
www.ncbi.nlm.nih.gov/entrez/query.fcgi?cmd=Retrieve&
db=PubMed&list_uids=10731240&dopt=Abstract –
Building for medical care: an institution where people receive medical, surgical, or
psychiatric treatment and nursing care.
(http://encarta.msn.com/dictionary_1861618848/hospital.html)
http://www.bangladeshgateway.org/hospital.php
http://www.ncbi.nlm.nih.gov/entrez/query.fcgi?CMD=Display&DB=pubmed
Std. Error
N Mean Std. Deviation Mean
percentage of promises
100 3.01 1.07 .11
completed in timely
111
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
percentage of promises
.094 99 .926 1.00E-02 -.20 .22
completed in timely
Cumulative
Frequency Percent Valid Percent Percent
Valid Not applicable 3 3.0 3.0 3.0
Strongly Disagree 6 6.0 6.0 9.0
Disagree 18 18.0 18.0 27.0
Netural 35 35.0 35.0 62.0
Agree 36 36.0 36.0 98.0
strongly Agree 2 2.0 2.0 100.0
Total 100 100.0 100.0
30
20
Percent
10
0
Not applicable Disagree Agree
Strongly Disagree Netural stronglyAgree
Std. Error
N Mean Std. Deviation Mean
rate of showing interest 100 3.37 .90 8.95E-02
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
rate of showing interest 4.134 99 .000 .37 .19 .55
Cumulative
Frequency Percent Valid Percent Percent
Valid Notapplicable 1 1.0 1.0 1.0
Disagree 17 17.0 17.0 18.0
Netural 30 30.0 30.0 48.0
Agree 47 47.0 47.0 95.0
Strongly agree 5 5.0 5.0 100.0
Total 100 100.0 100.0
40
30
20
Percent
10
0
Notapplicable Disagree Netural Agree Strongly agree
rateof showinginterest
One-Sample Statistics
Std. Error
N Mean Std. Deviation Mean
percentage of
100 2.89 1.02 .10
doing right service
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
percentage of
-1.074 99 .285 -.11 -.31 9.32E-02
doing right service
Cumulative
Frequency Percent Valid Percent Percent
Valid not applicable 1 1.0 1.0 1.0
strongly disagree 4 4.0 4.0 5.0
Disagree 37 37.0 37.0 42.0
Netural 24 24.0 24.0 66.0
Agree 31 31.0 31.0 97.0
strongly agree 3 3.0 3.0 100.0
Total 100 100.0 100.0
30
20
Percent
10
0
not applicable Disagree Agree
stronglydisagree Netural stronglyagree
Std. Error
N Mean Std. Deviation Mean
percentage of
100 2.83 1.17 .12
keeping peomises
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
percentage of
-1.450 99 .150 -.17 -.40 6.27E-02
keeping peomises
Cumulative
Frequency Percent Valid Percent Percent
Valid Not applicable 6 6.0 6.0 6.0
strongly disagree 3 3.0 3.0 9.0
disagree 29 29.0 29.0 38.0
Netural 30 30.0 30.0 68.0
agree 28 28.0 28.0 96.0
strongly agree 4 4.0 4.0 100.0
Total 100 100.0 100.0
30
20
Percent
10
0
Not applicable disagree agree
stronglydisagree Netural stronglyagree
percentageof keepingpeomises
One-Sample Statistics
Std. Error
N Mean Std. Deviation Mean
Inform customer whem
100 2.96 .99 9.94E-02
service available
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
Inform customer whem
-.402 99 .688 -4.00E-02 -.24 .16
service available
Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 5 5.0 5.0 5.0
disagree 32 32.0 32.0 37.0
netural 29 29.0 29.0 66.0
agree 30 30.0 30.0 96.0
strongly agree 4 4.0 4.0 100.0
Total 100 100.0 100.0
30
20
10
Percent
0
strongly disagree netural strongly agree
disagree agree
Std. Error
N Mean Std. Deviation Mean
percentage of giving
100 2.97 .98 9.79E-02
prompt service
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
percentage of giving
-.306 99 .760 -3.00E-02 -.22 .16
prompt service
30
20
Percent
10
0
stronglydisagree Netural stronglyagree
disagree agree
One-Sample Statistics
Std. Error
N Mean Std. Deviation Mean
rate of willingness
100 2.83 .97 9.75E-02
to povide service
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
rate of willingness
-1.744 99 .084 -.17 -.36 2.35E-02
to povide service
Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 7 7.0 7.0 7.0
disagree 34 34.0 34.0 41.0
Netural 30 30.0 30.0 71.0
agree 27 27.0 27.0 98.0
strongly agree 2 2.0 2.0 100.0
Total 100 100.0 100.0
30
20
Percent
10
0
strongly disagree Netural strongly agree
disagree agree
One-Sample Statistics
Std. Error
N Mean Std. Deviation Mean
respond rate of
100 2.87 1.06 .11
patiant's request
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
respond rate of
-1.226 99 .223 -.13 -.34 8.04E-02
patiant's request
Cumulative
Frequency Percent Valid Percent Percent
Valid not applicable 1 1.0 1.0 1.0
strongly disagree 9 9.0 9.0 10.0
disagree 26 26.0 26.0 36.0
netiral 34 34.0 34.0 70.0
agree 26 26.0 26.0 96.0
strongly agree 4 4.0 4.0 100.0
Total 100 100.0 100.0
30
20
Percent
10
0
not applicable disagree agree
strongly disagree netiral strongly agree
Std. Error
N Mean Std. Deviation Mean
behavior of
100 3.23 .91 9.08E-02
employees in hospital
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
behavior of
2.532 99 .013 .23 4.97E-02 .41
employees in hospital
Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 2 2.0 2.0 2.0
disagree 22 22.0 22.0 24.0
nrtural 31 31.0 31.0 55.0
agree 41 41.0 41.0 96.0
strongly agree 4 4.0 4.0 100.0
Total 100 100.0 100.0
40
30
20
Percent
10
0
strongly disagree nrtural strongly agree
disagree agree
One-Sample Statistics
Std. Error
N Mean Std. Deviation Mean
feeling safe in
100 3.37 1.04 .10
the hospital
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
feeling safe in
3.554 99 .001 .37 .16 .58
the hospital
Cumulative
Frequency Percent Valid Percent Percent
Valid not applicable 1 1.0 1.0 1.0
strongly disagree 3 3.0 3.0 4.0
disagree 16 16.0 16.0 20.0
netural 29 29.0 29.0 49.0
agree 40 40.0 40.0 89.0
strongly agree 11 11.0 11.0 100.0
Total 100 100.0 100.0
40
30
20
Percent
10
0
not applicable disagree agree
stronglydisagree netural stronglyagree
feelingsafeinthehospital
One-Sample Statistics
Std. Error
N Mean Std. Deviation Mean
employees are
100 2.88 1.02 .10
consistently courteous
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
employees are
-1.179 99 .241 -.12 -.32 8.20E-02
consistently courteous
Cumulative
Frequency Percent Valid Percent Percent
Valid not applicable 4 4.0 4.0 4.0
strongly disagree 2 2.0 2.0 6.0
disagree 25 25.0 25.0 31.0
netural 43 43.0 43.0 74.0
agree 23 23.0 23.0 97.0
strongly agree 3 3.0 3.0 100.0
Total 100 100.0 100.0
40
30
20
Percent
10
0
not applicable disagree agree
stronglydisagree netural strongly agree
One-Sample Statistics
Std. Error
N Mean Std. Deviation Mean
employees knowlede to
100 3.08 .93 9.29E-02
answer the questions
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
employees knowlede to
.862 99 .391 8.00E-02 -.10 .26
answer the questions
Cumulative
Frequency Percent Valid Percent Percent
Valid not applicable 1 1.0 1.0 1.0
strongly disagree 6 6.0 6.0 7.0
disagree 13 13.0 13.0 20.0
netural 46 46.0 46.0 66.0
agree 32 32.0 32.0 98.0
strongly agree 2 2.0 2.0 100.0
Total 100 100.0 100.0
40
30
20
Percent
10
0
not applicable disagree agree
strongly disagree netural strongly agree
One-Sample Statistics
Std. Error
N Mean Std. Deviation Mean
rate of individual attention
100 2.81 .91 9.07E-02
given to a patiant
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
rate of individual attention
-2.095 99 .039 -.19 -.37 -1.01E-02
given to a patiant
Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 7 7.0 7.0 7.0
disagree 31 31.0 31.0 38.0
netural 36 36.0 36.0 74.0
agree 26 26.0 26.0 100.0
Total 100 100.0 100.0
30
20
10
Percent
0
strongly disagree disagree netural agree
Std. Error
N Mean Std. Deviation Mean
rate of individual
100 2.72 .99 9.86E-02
employee give attention
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
rate of individual
-2.841 99 .005 -.28 -.48 -8.44E-02
employee give attention
Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 12 12.0 12.0 12.0
disagree 29 29.0 29.0 41.0
netural 35 35.0 35.0 76.0
agree 23 23.0 23.0 99.0
strongly agree 1 1.0 1.0 100.0
Total 100 100.0 100.0
30
20
Percent
10
0
strongly disagree netural strongly agree
disagree agree
One-Sample Statistics
Std. Error
N Mean Std. Deviation Mean
hospital having best
100 2.44 1.04 .10
interest at heart
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
hospital having best
-5.396 99 .000 -.56 -.77 -.35
interest at heart
Cumulative
Frequency Percent Valid Percent Percent
Valid not applicable 3 3.0 3.0 3.0
strongly disagree 17 17.0 17.0 20.0
disagree 28 28.0 28.0 48.0
netural 37 37.0 37.0 85.0
agree 15 15.0 15.0 100.0
Total 100 100.0 100.0
30
20
10
Percent
0
not applicable disagree agree
strongly disagree netural
One-Sample Statistics
Std. Error
N Mean Std. Deviation Mean
rate of understanding
100 2.73 1.14 .11
specific needs
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
rate of understanding
-2.359 99 .020 -.27 -.50 -4.29E-02
specific needs
Cumulative
Frequency Percent Valid Percent Percent
Valid not applicable 5 5.0 5.0 5.0
strongly disagree 6 6.0 6.0 11.0
disagree 32 32.0 32.0 43.0
netural 27 27.0 27.0 70.0
agree 28 28.0 28.0 98.0
strobgly agree 2 2.0 2.0 100.0
Total 100 100.0 100.0
30
20
Percent
10
0
not applicable disagree agree
stronglydisagree netural strobgly agree
Std. Error
N Mean Std. Deviation Mean
hospital's modern
100 3.51 .97 9.69E-02
looking equipments
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
hospital's modern
5.262 99 .000 .51 .32 .70
looking equipments
Cumulative
Frequency Percent Valid Percent Percent
Valid disagree 22 22.0 22.0 22.0
netural 17 17.0 17.0 39.0
agree 49 49.0 49.0 88.0
strongly agree 12 12.0 12.0 100.0
Total 100 100.0 100.0
hospital's modernlookingequipments
60
50
40
30
20
Percent
10
0
disagree netural agree strongly agree
hospital's modernlookingequipments
Std. Error
N Mean Std. Deviation Mean
percentage of
physical facilities 100 3.29 1.16 .12
visually appealing
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
percentage of
physical facilities 2.506 99 .014 .29 6.04E-02 .52
visually appealing
Cumulative
Frequency Percent Valid Percent Percent
Valid not applicable 3 3.0 3.0 3.0
strongly disagree 2 2.0 2.0 5.0
disagree 21 21.0 21.0 26.0
netural 22 22.0 22.0 48.0
agree 41 41.0 41.0 89.0
strongly agree 11 11.0 11.0 100.0
Total 100 100.0 100.0
40
30
20
Percent
10
0
not applicable disagree agree
stronglydisagree netural stronglyagree
One-Sample Statistics
Std. Error
N Mean Std. Deviation Mean
cleanniness of
100 3.27 .95 9.52E-02
employees
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
cleanniness of
2.836 99 .006 .27 8.11E-02 .46
employees
Cumulative
Frequency Percent Valid Percent Percent
Valid not applicable 1 1.0 1.0 1.0
strongly disagree 1 1.0 1.0 2.0
disagree 19 19.0 19.0 21.0
netural 35 35.0 35.0 56.0
agree 37 37.0 37.0 93.0
strongly agree 7 7.0 7.0 100.0
Total 100 100.0 100.0
cleanniness of employees
40
30
20
Percent
10
0
not applicable disagree agree
strongly disagree netural strongly agree
cleanniness of employees
Std. Error
N Mean Std. Deviation Mean
service materials
100 3.14 .89 8.88E-02
are visual
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
service materials
1.577 99 .118 .14 -3.62E-02 .32
are visual
Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 1 1.0 1.0 1.0
disagree 25 25.0 25.0 26.0
netural 38 38.0 38.0 64.0
agree 31 31.0 31.0 95.0
strongly agree 5 5.0 5.0 100.0
Total 100 100.0 100.0
40
30
20
Percent
10
0
strongly disagree netural strongly agree
disagree agree
Std. Error
N Mean Std. Deviation Mean
percentage of maintaining
100 2.79 1.32 .13
visiting hours
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
percentage of maintaining
-1.590 99 .115 -.21 -.47 5.20E-02
visiting hours
Cumulative
Frequency Percent Valid Percent Percent
Valid not applicable 3 3.0 3.0 3.0
strongly disagree 16 16.0 16.0 19.0
disagree 26 26.0 26.0 45.0
netural 16 16.0 16.0 61.0
agree 32 32.0 32.0 93.0
strongly agree 7 7.0 7.0 100.0
Total 100 100.0 100.0
30
20
Percent
10
0
not applicable disagree agree
strongly disagree netural strongly agree
percentageof maintainingvisitinghours
percentage Inform
of promises rate of percentage percentage customer
completed in showing of doing right of keeping whem service
timely interest service peomises available
N Valid 100 100 100 100 100
Missing 0 0 0 0 0
Mean 3.01 3.37 2.89 2.83 2.96
Median 3.00 4.00 3.00 3.00 3.00
Mode 4 4 2 3 2
Std. Deviation 1.07 .90 1.02 1.17 .99
employees employees
behavior of are knowlede to
employees feeling safe in consistently answer the
in hospital the hospital courteous questions
N Valid 100 100 100 100
Missing 0 0 0 0
Mean 3.23 3.37 2.88 3.08
Median 3.00 4.00 3.00 3.00
Mode 4 4 3 3
Std. Deviation .91 1.04 1.02 .93
rate of
individual rate of hospital rate of
attention individual having best understandi
given to a employee interest at ng specific
patiant give attention heart needs
N Valid 100 100 100 100
Missing 0 0 0 0
Mean 2.81 2.72 2.44 2.73
Median 3.00 3.00 3.00 3.00
Mode 3 3 3 2
Std. Deviation .91 .99 1.04 1.14
Statistics
percentage
hospital's of physical
modern facilities service percentage of
looking visually cleanniness materials maintaining
equipments appealing of employees are visual visiting hours
N Valid 100 100 100 100 100
Missing 0 0 0 0 0
Mean 3.51 3.29 3.27 3.14 2.79
Median 4.00 4.00 3.00 3.00 3.00
Mode 4 4 4 3 4
Std. Deviation .97 1.16 .95 .89 1.32
Descriptive Statistics
Descriptive Statistics
Descriptive Statistics
Descriptive Statistics
Descriptive Statistics